Splash Soho — Local services in London

I am writing to share my recent experience with your salon, which left me extremely disappointed and concerned about the treatment of customers.

Firstly, I noted that while the salon requests reviews from its patrons, negative feedback seems to be met with hostility. I was not offered a 10% discount, nor was I expecting it, but it became clear that this discount is used to incentivize positive reviews rather than to encourage honest feedback.

When I called the receptionist this morning to ask if I could come in, she informed me that walk-ins were welcome if there was a gap. Upon arrival, a barber told me to return in an hour. However, when I came back, a blonde employee approached me in a very intimidating manner, questioning my presence without any smile or courtesy. Despite explaining that I had confirmed my appointment with the barber, she insisted that I did not have one and refused to check with the barber, asserting that she had the final say. Her behavior was unprofessional and made me feel extremely uncomfortable. My barber spoke to her and confirmed my appointment whilst she was laughing about me she seems accepted what the barber said and left me alone for a while then after reading my Google review, she claimed her manager instructed her to remove me from the premises. The barber, who had confirmed my appointment, apologized and expressed that he was threatened with termination if he cut my hair. To avoid causing any further issues for him, I decided to leave.

This incident highlights a significant problem with how the salon handles feedback and complaints. Instead of addressing customer concerns professionally, the staff resorted to threats and exclusion. This behavior suggests a lack of a proper complaints policy and a disregard for customer rights. Even if I did not have a confirmed appointment, the appropriate response would have been to help me schedule one, not to eject me from the salon.

Moreover, I felt targeted and discriminated against, as other customers were not subjected to the same scrutiny or treatment. This incident has made me question whether my ethnicity, background, or gender played a role in the aggressive approach taken by the staff member.

I attempted to make a formal complaint, but instead of resolving the issue, my appointment was canceled, and I was asked to leave. This is not only unprofessional but potentially illegal, as it is against UK law to refuse service to a customer simply for exercising their right to leave a review or lodge a complaint.

I urge you to review this situation and address the staff's conduct to ensure that no other customers have to endure a...

I am absolutely appalled and disgusted with your service today. You are meant to give amazing service being situated in the heart of London yet your quality is so poor. I complained to you stating I was not happy with your service yet there was no acknowledgement. Your colleague almost burned my face with the hairdryer because he was not being attentive and was too distracted with something else. I came home with a burning and itching face. I was about to cry and I had a very important meeting I had to leave. Every few seconds the manager kept coming up and disturbing the lady cutting my hair. The lady was rushed and she kept looking away when cutting me hair I was terrified! I stayed quiet incase they ruin my hair! I even confronted them saying whats the rush, then they accused me of wrong booking despite me confirming the booking 4 times on call and the fifth time at the salon. Why do you overbook when you can't handle seeing patients. I'm just so appalled and disgusted there was no acknowledgement, and I was rushed out of the salon.

I had so many expectations of a salon in soho, but you've disappointed me entirely. You burned my face with the hair dryer it was so hot! You can ask your colleague I was clearly disturbed by it. Every few seconds you all kept coming and distracting them from their work. You kept saying we were confused with what I wanted despite me calling 4 times during the day! The guy with the blow dryer wasn't even careful he hurt my eye and cheek. From the get go when I was getting my hair washed I had a feeling to leave the salon, as I could sense something not right! I conveyed my feelings to the manager and I wanted to cry and I just left cos I was fuming. Manager was so FAKE. I don't usually complain nor get angry but even you all know you did not offer a good service! Then I called to complain on the phone and your colleague accused me of lying and stated everything was fine cos the "manager said so"! Why would I lie? Why would I lie about my face being burned. The guy at salon was aware. Your colleague on the phone was ridiculous! I went for a service and you all have such poor manners. She then hung up the phone on me. Nonetheless none of them understand English so it's so hard to communicate with the blaring loud music. Ever since I got home my left eye and cheek been itching and burning cos of the extreme heat from the blowdryer. The guy not once looked at my hair he was just focused elsewhere. I REGRET coming to your salon so much! You have put me off all hairdressers with the fear of getting burned! Avoid this place they buy their highest reviews for...

Terrible !! This is the first time I’ve ever done a google review but felt compelled to do so ! I went in for cut and colour which was firstly booked incorrectly. ( They had only booked the colour ) My hair was coloured ( which was fine ) however for some reason they do not allow men to have their hair cut in the salon downstairs so I was sent up to the barber. I showed him several photos and videos of how I wanted my hair. (from the last time I had had it cut.) To be clear, these were photos and videos of me, not a random person with a haircut I wanted. Therefore, completely achievable. The photos and videos showed the hair from all angles. The barber then got angry that I couldn’t tell him how long it should be ( as if I should tell him to the millimetre) he then just started chopping. I have quite long hair for a guy and clearly what I was asking for was outside of the three haircuts he could do. He then gave up and sent me back downstairs, my hair completely butchered and all different lengths. The guy who initially coloured it then tried to salvage what he could. Bless him he did his best but it was still god awful when I left. They then said “ ok we won’t charge for the haircut” as they knew i now looked like a scarecrow so I only paid for the colour. However, honestly i am considering shaving it completely. I looks THAT bad !!

I think the thing that annoyed me the most was how men are “not allowed” to have their hair cut in the salon downstairs. It seems incredibly sexist to me and also a very strange business model. Had I known this I would not have booked. I could have walked 5 minutes to the end of my street to go to my local barber. I booked a central London SALON for a reason. Also, the whole “barber only for men” situation was also not communicated to me when I had booked or when I arrived. (Perhaps this is why they had only booked me in for a colour in the first place.) Only when they sent me upstairs to the barber did I realise. I felt very uneasy about it but since I was there I decided to put my faith in the barber. I wish I had trusted my instincts! Awful awful awful ! If you are a guy and you don’t want a generic short back and sides / have longer hair then my advice is to stay away ! Sexist mentality in the heart of soho is truly shocking. Only plus is the guy in the salon who coloured and then tried to salvage the barbers hack job! Had it not been such a strange sexist salon that doesn’t allow men to have their hair cut in the actual salon it wouldn’t have happened in the first place!!...